Karl Reed

Executive at Pivotal Group
25+ years’ Experience in Information and Communication Technology (ICT) space.

[Helen Zille @helenzille]

The cynic inside me asked whether this is not merely gross inefficiency or bad planning, but actually intentional? What kind of kick-back will the billions paid to Karpowership elicit? The ANC has an election to fund.

[EskomSePush (ESP) @EskomSePush]

Pushed to Stage 6 ⚡️

Get the ESP app for real time updates https://t.co/GnyUrozM6I

[Connect @We_Connect_Tech]

Cloud communications expert Connect has announced the acquisition of South African providers of enterprise communication, CX and cloud contact centre solutions, Pivotal Data and illation. Read more: https://t.co/km6TWgoPha

#Aquisition #ContactCenter #Connect

[BPESA National @BPO2SA]

Congratulations to the Top GBS Trainer / Coach Award Winner – Lee Hendricks from @WNSAfrica. You’ve made the South African GBS Community Proud!

Visit https://t.co/AosxheQIlb for the list of the BPESA Alchemy Awards 2022 Winners. #SAGBS2022 #ALCHEMY_GBS

[Contact Centre Management Group South Africa @CCMG_SA]

Hearing your customers say hello has become more challenging since the rise of call blocking apps. Bypass numbers that are flagged as spam & automatically use successful CLIs to reach your most valuable customers with Pivotal Data’s CLI Manager. https://t.co/nne7WpPuPd
#CCTR

[Connect @We_Connect_Tech]

Make and receive calls on any device from #anywhere with Pivotal Teams. #Pivotal Teams is a unique add-on which integrates any existing phone system with #O365 enabling the calls feature in #MicorosftTeams
Learn more https://t.co/IfdQ4eJFp3 or email us [email protected]

[Connect @We_Connect_Tech]

Pivotal Data's Chief Solutions Officer, Karl Reed drops some CX strategy wisdom below.
Do you agree?

https://t.co/tJqLbwNuWw

#CX #CCTR #AI #ContactCentre #Multichannel #Omnichannel #ArtificialIntelligence #KarlReed #PivotalData

[Connect @We_Connect_Tech]

Want to work in tech at @PivData? Then you’re in luck because we’re #hiring. Check out our available positions for a Telephony Engineer, Telephony Application Specialist and DevOps Developer 👉 https://t.co/PV1PpKXxs6 #Vacancy #Careers #Jobs #Recruitment #WeArePivotal

[Karl Reed @KarlWMReed]

The operationalisation of #ContactCentre VOC #data hinges on one key aspect – the ability to react to poor service delivery, and then understand the causes in order to effect change. A simple enough #concept, but often harder to implement than expected.
#WeArePivotal #trends2022

[Connect @We_Connect_Tech]

This eBook details 3 steps that will help you transform #VoiceOfTheCustomer data into operational improvements in your #ContactCentre https://t.co/jLtAkt95Fa

#CCTR #CX #CustServ #Research #WeArePivotal

[Karl Reed @KarlWMReed]

It’s the people that make a #contactcentre successful. Organisations that empower their people and put them at the heart of what they do will see higher #engagement,performance,and trust. Providing a great #employee cx where people are happy is great for customers and bottom line

[Connect @We_Connect_Tech]

Why it’s important to focus on employee wellbeing and engagement in the New Year, and practical tips for putting people first in 2022. #CCTR #EX #WeArePivotal https://t.co/Pqm13RPJjs

[Karl Reed @KarlWMReed]

Composable #CX helps businesses keep up with the lightning speed of change. It’s like “just-in-time” manufacturing — for the #contactcenter.

You can deliver what the customer wants, when they want it, where they want it with no delays.

#WeArePivotal #GenesysPartner #IT

[Connect @We_Connect_Tech]

To remain successful in today’s dynamic environment, companies must be ready to differentiate faster, adapt easier and architect better. This is possible with composable #CX platforms. https://t.co/W2CocuK0D5 #CCTR #CustServ #WeArePivotal #GenesysPartner

[Karl Reed @KarlWMReed]

Download our eBook and learn how speech analytics helps improve call quality, operations and overall customer experience.

#Trends #CCTR #10Reasons #Callbi #SpeechAnalytics #WeArePivotal

[Connect @We_Connect_Tech]

Learn how speech analytics helps improve all quality, operations and overall customer experience. Download our eBook '10 reasons to deploy speech analytics in your contact centre'. Download: https://t.co/VbITRoitCC #Trends #CCTR #10Reasons #Callbi #SpeechAnalytics #WeArePivotal

[Karl Reed @KarlWMReed]

The customer service industry has been upended by a combination of new pandemic-driven ways of working, #digital #transformation & the continuously rising bar for positive customer service experiences. '

Let’s look at trends that are expected to drive this year’s priorities....

[Connect @We_Connect_Tech]

We’ve got our eye on 7 #trends that are expected to help #ContactCentres deliver service excellence while still keeping a close eye on their bottom line. Let’s look at some that are expected to drive this year’s priorities #Automation #SelfService #Cloud https://t.co/YueVN5kJxP

[Karl Reed @KarlWMReed]

Locally developed #speech #analytics solution Callbi, is a low-cost, highly effective solution to enable organisations to maximise revenue, improve efficiencies and effectiveness to reduce costs and to mitigate business risks. #CCTR #ContactCentre #SpeechAnalytics #WeArePivotal

[Connect @We_Connect_Tech]

Learn how speech analytics helps improve all quality, operations and overall customer experience. Download our eBook '10 reasons to deploy speech analytics in your contact centre'. Download: https://t.co/VbITRoitCC #Trends #CCTR #10Reasons #Callbi #SpeechAnalytics #WeArePivotal

[Karl Reed @KarlWMReed]

These 4 trends will shape the investments that successful #ContactCentres make into their systems and approaches, allowing them to build intelligent ecosystems that redefine #CustomerService, engagement and experiences. #CX #EX

[Connect @We_Connect_Tech]

In 2022, the contact centre will change, again, and these are the 4 key trends shaping its future. #CCTR #ContactCentre #CX #Trends #WeArePivotal https://t.co/FZWFjBrogL

[Karl Reed @KarlWMReed]

Discover 8 #CX #trends that will drive business. Trend #1: The #ContactCentre will evolve to a full engagement centre. Download the report to read more about this trend and the other 7. #CustomerExperience #CCTR #EmployeeExperience

[Connect @We_Connect_Tech]

We share 8 #CX & #EX trends that will reshape strategic agendas. We explore what they mean for your business, the benefits of getting ahead of them & risks of being left behind. 📢 Download https://t.co/6CGveVZJTf #CCTR #CustomerExperience #EmployeeExperience #WeArePivotal

[Connect @We_Connect_Tech]

This case suggests three key tactics to enable successful digital #transformation: use technology to make technology disappear, actively shape day-to-day behavior, and systematically reinforce desired behavior changes. #WeArePivotal #Cloud
https://t.co/LH8u329nH4

[Connect @We_Connect_Tech]

#Digital #transformation is about more than adopting new tech and processes. At its core, it’s about overcoming inertia and resistance to changing the way people think and work. Because of this, CEO's need to lead and inspire confidence. #WeArePivotal
https://t.co/L9uxQaLbNJ

[Connect @We_Connect_Tech]

As it stands, #AI permeates the #CCTR in pockets, most commonly in intelligent #chatbot solutions that automate responses or allocate calls to the appropriate agent. However, this is not true AI.
https://t.co/0VWsur4N7y

[Connect @We_Connect_Tech]

It’s problematic when companies embark on a #digital #transformation agenda without having a clear definition. The essence of digital transformation is to become data-driven, ensuring key decisions are influenced by data, rather than human intuition.
https://t.co/W8JRwsGSfq